Team Lead OPS

Roles and Responsibilities

• Manage daily operations of the contact center, ensuring efficient handling of customer queries and issues.
  
• Oversee team performance, identifying areas for improvement and implementing strategies to reduce shrinkage and attrition.
  
• Develop and maintain relationships with clients, understanding their needs and expectations to deliver exceptional service levels.
  
• Analyze key performance indicators (KPIs) such as AHT, CSAT, KRA, SLA management, and SHRINKAGE CONTROL to optimize operational efficiency.
  
• Collaborate with cross-functional teams to resolve complex issues and improve overall process effectiveness.
  

Desired Candidate Profile

• Overall 3 years of experience in BPO Operations Management 1 Year as Team Lead OPS
  
• Strong knowledge of Call Center Operations, Contact Center Operations, BPO Operations Management principles.
  
• Excellent communication skills with ability to build strong client relationships.
  
• Proven track record in reducing shrinkage rates through effective people management practices.